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The HDI-DSM exam has 65 questions and runs 1 hours 15 minutes.
These 10 free HDI-DSM questions are organized by exam domain, so you can see how each part of the HDI Desktop Support Manager blueprint is tested. Reveal the answer and explanation under each question.
During a service review, a manager realizes that irritation about an earlier disagreement is making a technician's reasonable question sound like a personal challenge. The manager has identified the reaction but has not yet responded. Which emotional-intelligence capability is illustrated by this recognition?
Correct answer: D - Self-awareness
A maintenance company wants its crews to start each shift without device or access delays. Desktop support reports that replacement tablets are delivered on time, yet crews still lose time obtaining access to electronic work orders. Which measure would most directly show whether support is meeting the business need?
Correct answer: C - Percentage of scheduled crews able to open and update a work order at shift start
Customer restoration commitments are being missed even though desktop support and identity management each meet their own handling targets. The delays occur while tickets wait for the receiving team to accept them, a period excluded from both teams' targets. Both managers can revise their operational-level agreements. Which revision addresses this gap?
Correct answer: A - Named ownership and acceptance deadlines during each ticket transfer
Weekly desktop-support demand is 225 technician-hours, including travel and documentation. Six technicians each work 40 paid hours, but 25% of that time is unavailable for this workload. All have the required skills, and only full-time posts may be added. The proposed roster also leaves one technician on Wednesday mornings when two are required. Which is the smallest staffing increase that meets demand without leaving a coverage gap?
Correct answer: B - Add two technicians and arrange two-person coverage on Wednesday mornings.
New desktop-support roles require technicians to explain diagnoses to users and leave actionable handoffs. The hiring panel uses consistent technical questions and verifies qualifications, yet several recent recruits struggle with those two tasks. What addition would most directly improve the next selection round?
Correct answer: D - Use the same simulated customer exchange and handoff task, scored against a common rubric.
At a branch office, newly connected laptops cannot reach internal or external services. Devices connected since yesterday still work. The failures affect two hardware models; an authorized technician restores one affected laptop by manually assigning valid network settings. Which shared dependency deserves attention first?
Correct answer: C - Address-pool capacity and delivery of DHCP leases
A preferred service-management platform fits the team's workflows and has the lowest ownership cost. Testing reveals that ticket exports omit work notes. Procurement policy requires complete ticket-history export to be demonstrated before contract award. The supplier offers a contractual delivery date for the missing fields after signature. What belongs in the award recommendation?
Correct answer: D - Treat the platform as ineligible until complete export is demonstrated.
A driver defect interrupts shipping-label production. An approved alternate print queue restores every required label function, and shipping staff confirm normal operation. A problem record tracks the permanent correction, which is still being tested. How should the incident and problem records now be handled?
Correct answer: A - Resolve the incident; keep the driver problem open.
A supervisor sends every routine software installation to the change advisory board. Some requests match a documented, tested standard-change procedure and meet all of its eligibility checks. Routine work is backing up. Which routing decision best fits these requests?
Correct answer: B - Use the standard-change procedure for requests that meet its conditions.
A workflow pilot reduces average handling time from ten to eight minutes with no change in ticket mix or measurement rules. The dashboard also shows seven-day reopen rates of 6% before the pilot and 2% during it. The earlier tickets have seven days of follow-up; the pilot tickets were resolved only two days ago. What conclusion is ready to report?
Correct answer: A - Handling time is lower; the seven-day reopen comparison needs the full follow-up window.
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